Description:
This is a role in the Technical Escalation and Operation Management (TEOM) team to support customer facing issues before reaching our Research & Development (R&D) team. This role includes and is responsible for solving customer facing issues, managing production incidents, problem management and working with Product Marketing to draft both internal and external facing communication. This is an individual contributor position where you will work as part of a team.
Responsibilities:
- Respond to and resolve production incidents in a timely manner, leading cross-functional teams to diagnose and fix issues.
- Direct the incident ticket discussion and lead the post mortem meeting across engineering, product, and business teams.
- Monitor production activities/processes to ensure timely and effective reporting, tracking, follow-up and communication of problems to internal and external clients, technical resources, and executives.
- Collaborate with development teams to deploy new releases and updates to production.
- Develop and maintain scripts and automation tools to streamline routine tasks and improve efficiency.
- Collaborate and consult with peers, colleagues and managers to resolve issues and achieve goals. Interact with customers and vendors for the company.
Qualifications:
- 4-8 years' experience in an application support role in an online media company or digital agency.
- Proven experience in production support or system administration within a technology company.
- Excellent communication and collaboration skills, comfortable leading in a cross functional team.
- Proficiency working with large data sets
- Proficiency with Javascript, SQL, Github, and API protocol
- Proficiency with UNIX systems and have scripting experience (e.g. Python, Bash)
- Knowledge of cloud platforms (AWS, Databricks, Grafana) is a plus.
- Bachelor’s degree in Computer Science, information technology, or a related field or equivalent work experience.